Passengers who sailed aboard Britannia over the Christmas and New Year period have expressed widespread anger after P&O Cruises confirmed that no refunds or compensation would be offered, despite a series of itinerary changes caused by a technical failure.
The 16-night Caribbean cruise, which departed on 26th December 2025, was significantly disrupted after mechanical issues forced the ship to remain in Barbados for several days and led to the cancellation of multiple ports of call.
While the cruise line has apologised for the inconvenience, guests say the response has fallen far short of what they expected.
In a letter sent to passengers after the cruise, P&O Cruises Guest Relations confirmed in writing that it would not be issuing refunds or any form of compensation in relation to the amended itinerary.
That decision triggered an immediate backlash from guests, many of whom said they felt the situation could and should have been handled differently.
“So, P&O are not going to take any responsibility and give anything in compensation? First and last time I will use them,” said one passenger.
Another guest highlighted both the financial and emotional impact on her family, saying they had spent £15k on the holiday and were “Completely disgusted with P&O.”
Passengers also raised concerns about a lack of transparency, calling for a detailed explanation of the technical problems that caused the disruption. Several said information onboard was limited and often unclear, leaving guests unsure about what was happening and how long the delays would last.
Apology Offered, But No Financial Redress
In a separate onboard letter dated 8th January 2026, P&O Cruises acknowledged the frustration felt by passengers and issued an apology for the disruption.
“On behalf of all of us on Britannia and at P&O Cruise, we would like to apologize and thank you for your patience following the recent itinerary changes and the unexpected diversion to Barbados due to a technical issue,”
The message sought to downplay the overall impact, noting that guests had missed two ports of call and received one replacement destination.
It also highlighted the extended stay in Barbados as an opportunity for guests to enjoy more time ashore, pointing to the island’s culture, beaches and hospitality.
Passengers seeking reimbursement for missed ports were advised to contact their travel insurance providers.
“If you wish to make a claim with your travel insurance provider for the missed ports of call, please retain a copy of this letter for your records,” the cruise line said.
That advice only fuelled further frustration. Guests questioned why they were being directed to insurers for what they viewed as a mechanical failure that sat squarely with the cruise line. Some also reported that the unexpected additional days in port and at sea resulted in shortages of food and beverage supplies, further diminishing the onboard experience.
“This should not be for our insurance to cover. It’s a failing from P&O to provide what was paid for,” said one passenger, comparing the situation to airline compensation when flights are cancelled due to technical faults.
What Went Wrong on the New Year’s Cruise
Britannia, carrying more than 3,600 passengers, set sail on the festive itinerary from Bridgetown on 26th December 2025. The cruise initially progressed as planned, with successful calls at Grenada and Curaçao.
However, a scheduled stop in Aruba on 31st December 2025 was cancelled due to forecast high winds, resulting in an unplanned sea day on New Year’s Eve.
The more serious disruption followed shortly afterwards, when a technical issue emerged that required urgent attention. The ship was forced to reduce speed and return to Barbados for repairs, with one passenger describing the 143,000-gross-ton vessel as “limping back” to port.
Britannia arrived back in Barbados on 3rd January 2026 and remained there until late on 5th January while repairs were carried out, extending the stay by three additional days. As a result, scheduled visits to St Lucia and Antigua were cancelled, with Antigua replaced by a call to Martinique on 6th January.
In total, the ship spent six of the 16 cruise days in Barbados, five days at sea and just five days visiting other Caribbean destinations.
The disruption came during a challenging period for the cruise line more broadly. At the same time, P&O Cruises was dealing with the fallout from a US military strike on Venezuela, which temporarily closed Caribbean airspace for 24 hours. That closure forced the company to reschedule sailings and issue refunds to around 5,000 fly-cruise guests booked on Arvia.
For those onboard Britannia, however, the focus remains firmly on what they describe as a disappointing response to a holiday that failed to deliver what was promised.
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